Email client in Risk workspace not working as expected

Monique Scheffe
Tera Contributor

We have configured an email_client on the Risk Workspace for sending email from a Risk Response task.

For the appropriate tables the email_client is added  and the Compose email action is available in the more actions menu on the Risk Workspace as expected.

However, when selecting the Compose email action the draft email is not rendered in the correct way.

 

Expected something like this:

 

MoniqueScheffe_1-1678438291199.png

But this is actually shown

 

MoniqueScheffe_0-1678438127367.png

 

 

On the community I found a similar issue and the solution for it, only this is on the Agent Workspace, but the problem is exactly the same.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0823289

 

It is not possible to add similar settings for the Risk Workspace, as we can only select the Agent workspace.

Risk Workspace is not in the list of active workspaces (is this protected??) 

 

In the default view on the risk task the send email function is working correct. Also the created quick message is working as expected.

 

Does anyone have a suggestion on how we can make this work?

8 REPLIES 8

Community Alums
Not applicable

Hi @Monique Scheffe ,

The link which you provided would't work for Risk Workspace as Risk Workspace is not AW. nothing to do with protection as it only works for AW like HR workspace, Business continuity workspace, Agent workspace,etc.

 

 

Hi Sandeep,

That is correct. It is clear hat the Risk workspace works different from AW.  So the main question is. 

Are we able to get it working in the expected way or is it not configurable. 

 

Lasse Urhamar
Tera Contributor

Community Alums
Not applicable

HI @Monique Scheffe ,

 The links you have shared is not accessbile, please share the screenshots of the articles.